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06 June 2019

Cumbria County Council approves further plans to ‘put the customer at the heart of everything they do’

One year on from agreeing new Customer, ICT and workforce plans - Cumbria County Council takes stock of its achievements.

Last June Cumbria County Council brought in three important new strategies; the Customer Strategy, the ICT Plan and the Workforce Plan 2018-2022. These strategies were introduced by the Council to support the organisation in delivering a key aspect of the Council Plan 2018-2022; their pledge to “put customers at the heart of everything we do”.

These strategies show how they plan to deliver changes that will help them to save money and improve services for their customers. Alongside the three strategies, annual delivery plans were also put in place so that the organisation could monitor and measure the implementation of the strategies.

One year on, Cumbria County Council’s cabinet has reviewed the plans and has taken a look at some of its major achievements over the last 12 months including;

- Over 1000 staff have been trained in customer services
- Over 110k people now reached through the council’s social media accounts
- A new Customer Service charter agreed and rolled out 
- A new website has been launched
- 96% of council staff have been trained in GDPR & ICT Security Training, ensuring greater protection of customer information
- A significant increase in the use of video conferencing leading to a reduction in business mileage and costs 

Councillor Janet Willis, Cabinet Member Customers, Transformation and Fire and Rescue:

“With reducing public service budgets and changes in the needs of our communities, the Council is continually considering new ways of working and looking for opportunities to do things differently. Having a workforce with the right skills is essential in supporting this. I am very pleased with the great work that has been undertaken so far. The organisation has now set out new plans for the coming year to ensure that targets continue to be met and further improvements are delivered.”



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One year on from agreeing new Customer, ICT and workforce plans – Cumbria County Council takes stock of its achievements.